CN107368948A - A kind of simulation test checking system for customer service post - Google Patents
A kind of simulation test checking system for customer service post Download PDFInfo
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Abstract
The invention discloses a kind of simulation test checking system for customer service post, including：Knowledge base, the type in customer service post is built-in with, and corresponding session operational scenarios are preset in the customer service post to each type, each session operational scenarios are provided with corresponding post indispensability keyword；Session module, according to default session operational scenarios to initiating enquirement and interaction by examination personnel, and obtain by the conversation content of examination personnel；Semantic emotion evaluation module, to carrying out assessing emotion value by the conversation content of examination personnel, obtain emotion assessment result；Keyword evaluation module, to carrying out keyword extraction by the conversation content of examination personnel, and the dialogue keyword of extraction is matched with default post indispensability keyword, obtain keyword assessment result；So as to realize automation examination test and appraisal, a large amount of human costs are not only saved, greatly improve testing efficiency, and avoid occurring subjective tendency during artificial examination test and appraisal, influence to examine the fair and just of evaluating result.
Description
Technical field
The present invention relates to a kind of simulation test checking system for customer service post.
Background technology
Contact staff especially services the large enterprise of class, not only customer service in many industries and enterprise's generally existings
Personnel are subdivided into pre-sales customer service, after sale customer service, professional technique customer service etc., also require that contact staff has to pass through system pre-job
One skills training and corresponding examination, by it is rear just can be formally on duty, to ensure that it can be competent at one's work, services
Hospitable family, finally bring benefit or enterprise image for enterprise.
Because the training knowledge of contact staff is related to language emotion, business skill, flow term, the emotion with client
The many-sides such as interaction, so the way of enterprise is all to complete a series of processes from training to examination by manually at present.It is such a
Method not only needs to spend a large amount of human resources, and can have the unfair factors such as subjective tendency unavoidably in examination.
The content of the invention
The present invention is to solve the above problems, provide a kind of simulation test checking system for customer service post, not only pole
Big improves testing efficiency, and make it that test result is more just objective.
To achieve the above object, the technical solution adopted by the present invention is：
A kind of simulation test checking system for customer service post, it includes：
Knowledge base, it is built-in with the type in customer service post, and the default corresponding dialogue field in customer service post to each type
Scape, each session operational scenarios are provided with corresponding post indispensability keyword；
Session module, according to default session operational scenarios to initiating enquirement and interaction by examination personnel, and obtain by examination people
The conversation content of member；
Semantic emotion evaluation module, to carrying out assessing emotion value by the conversation content of examination personnel, obtain emotion and assess knot
Fruit；
Keyword evaluation module, to carrying out keyword extraction by the conversation content of examination personnel, and the dialogue of extraction is closed
Keyword is matched with default post indispensability keyword, obtains keyword assessment result.
Further, in the session module to initiating to put question to and interactive by examination personnel, including：Client is simulated to quilt
Examination personnel propose problem, next step conversation content are selected from the knowledge base according to by the answer of examination personnel.
Further, in the semantic emotion evaluation module, also further the emotion value of assessment is carried out judging that emotion is inclined
To type, the Sentiment orientation type includes positive emotion, neutral emotion, negative sense emotion, mixed feeling.
Further, the Keywords matching in the keyword evaluation module, it is by being preset in the session operational scenarios
Enquirement or it is interactive set corresponding to post indispensability keyword, then according to by examination personnel to the default enquirement or mutually
Dynamic answer carries out extraction dialogue keyword, and the dialogue keyword is matched with default post indispensability keyword, obtained
Keywords matching degree.
Preferably, in addition to vocal print login module, for carrying out registration voiceprint by examination personnel, and according to this
Voiceprint carries out login checking system.
Preferably, in addition to noise treatment module, for being carried out by the conversation content of examination personnel at noise filtering
Reason, obtains speech data.
Preferably, in addition to semantics recognition module, for carrying out semantics recognition to the speech data and text converts,
Obtain dialog text.
Preferably, in addition to voice mood evaluation module, voice mood when being spoken by identification by examination personnel, and
Monitoring is by the emotional change of examination personnel.
Further, default session operational scenarios include the emotional change of simulation client, the voice feelings in the knowledge base
Monitored in thread evaluation module and by the emotional change of examination personnel, refer to, when the mood for simulating client changes, monitor and examined
Whether the mood of core personnel is affected and changes, and by examination personnel, whether A clear guidance simulation client enters for monitoring
The conversion of market thread.
Further, simulation is identified by the voice mood evaluation module and the semantic emotion evaluation module
The anxious state of mind of client, when radical response occurs in the mood for simulating client, if monitoring to be examined the mood of personnel in short-term
It is interior also to change accordingly, then it is assumed that weaker by the emotion control ability of examination personnel；If monitor to be examined personnel's
Emotional change is little, and the mood of simulation client is calmed down in a short time, then it is assumed that by the emotion control of examination personnel
Ability is stronger.
The beneficial effects of the invention are as follows：
Using the simulation test checking system of the present invention, each customer service post personnel can be carried out with automation examination and surveyed
Comment, not only save a large amount of human costs, greatly improve testing efficiency, and avoid subjectivity occur during artificial examination test and appraisal
Tendency, influence to examine the fair and just of evaluating result.
Embodiment
In order that technical problems, technical solutions and advantages to be solved are clearer, clear, below
In conjunction with the embodiments, the present invention will be described in further detail.It should be appreciated that specific embodiment described herein only to
The present invention is explained, is not intended to limit the present invention.
A kind of simulation test checking system for customer service post of the present invention, it includes knowledge base, vocal print logs in mould
Block, noise treatment module, voice mood evaluation module, session module, semantics recognition module, semantic emotion evaluation module, key
Word evaluation module etc., each module corresponding function are as follows：
Knowledge base, it is built-in with the type in customer service post, and the default corresponding dialogue field in customer service post to each type
Scape, so as to which support system simulation client by examination contact staff with being engaged in the dialogue；Also, each session operational scenarios are provided with corresponding
Post indispensability keyword, the post indispensability keyword are worked according to the type in the customer service post to be examined, and according to this post
Feature, a number of post indispensability keyword is set, i.e. this post is bound to use these keywords at work, is
System can judge whether it employs the work disposal method of standard in examination according to the practical manifestation of customer service.
Session module, according to default session operational scenarios to initiating enquirement and interaction by examination personnel, and obtain by examination people
The conversation content of member；Wherein, in the session module to initiating to put question to and interactive by examination personnel, including：Client is simulated to quilt
Examination personnel propose problem, next step conversation content are selected from the knowledge base according to by the answer of examination personnel.System pair
After words module terminates by default session operational scenarios and by examination personnel communication, also determine whether problem is resolved, this
Item is as emphasis marking link.
Semantic emotion evaluation module, to carrying out assessing emotion value by the conversation content of examination personnel, obtain emotion and assess knot
Fruit；Also further to the emotion value of assessment judge Sentiment orientation type, the Sentiment orientation type include positive emotion,
Neutral emotion, negative sense emotion, mixed feeling, and it is higher for being given by examination personnel for positive emotion to Sentiment orientation type
Scoring.
Keyword evaluation module, to carrying out keyword extraction by the conversation content of examination personnel, and the dialogue of extraction is closed
Keyword is matched with default post indispensability keyword, obtains keyword assessment result；Wherein, Keywords matching, it is to pass through
To post indispensability keyword corresponding to default enquirement in the session operational scenarios or interactive setting, then according to by examination personnel
Answer to the default enquirement or interaction carries out extraction dialogue keyword, must by the dialogue keyword and default post
Standby keyword is matched, and obtains Keywords matching degree, so as to test by whether examination personnel use accordingly according to problem
Art is talked about to solve problem.Such as：When current session scene is the scene of vehicle insurance Claims Resolution：System simulation client carries out traffic accident
After brief description, be next directed to the extraction that post indispensability keyword is carried out by the answer of examination personnel, as it is injured, alarm,
Indispensable link term in the operation flows such as point, time and term of courtesy, by the mentioned pass arrived when being answered by examination personnel
Keyword is scored.
Vocal print login module, for carrying out registration voiceprint by examination personnel, and stepped on according to the voiceprint
Checking system is recorded, so as to identify the user identity of login system, it is ensured that the uniqueness of its identity.
Noise treatment module, for carrying out noise filtering processing by the conversation content of examination personnel, so as to by system work
Filtration treatment is carried out by the noise beyond examination personnel's sound during work, obtains speech data.
Semantics recognition module, for carrying out semantics recognition and text conversion to the speech data, identify by examination people
Specific content of text expressed by member's voice, and be translated into text and obtain dialog text, to facilitate other modules to carry out phase
The processing answered.
Voice mood evaluation module, voice mood when being spoken by identification by examination personnel, and monitor by examination personnel
Emotional change.Default session operational scenarios include the emotional change of simulation client in the knowledge base, and the voice mood is assessed
Monitored in module and by the emotional change of examination personnel, refer to, when the mood for simulating client changes, monitor by examination personnel
Mood whether be affected and change, and monitoring by examination personnel whether A clear guidance simulation client carry out mood
Conversion.
In the present embodiment, comprehensive assessment is carried out by voice mood evaluation module and semantic emotion evaluation module and examined
Emotional change and the emotion change of personnel.Specifically, mould is assessed by the voice mood evaluation module and the semantic emotion
The anxious state of mind of simulation client is identified in block, when radical response occurs in the mood for simulating client, if monitoring to be examined people
The mood of member also changes accordingly in a short time, then it is assumed that weaker by the emotion control ability of examination personnel；If monitoring
To little by the emotional change of examination personnel, and the mood of simulation client is set to calm down in a short time, then it is assumed that to be examined
The emotion control ability of personnel is stronger.
Finally, after examination process terminates, the marking situation of modules is allocated by weight and collected, obtained final
Fraction, each customer service post personnel are carried out with automation examination test and appraisal so as to realize, not only saves a large amount of human costs, greatly
Improve testing efficiency, and avoid occurring subjective tendency during artificial examination test and appraisal, influence to examine the fair public affairs of evaluating result
Just.
The preferred embodiments of the present invention have shown and described in described above, as previously described, it should be understood that the present invention is not office
It is limited to form disclosed herein, is not to be taken as the exclusion to other embodiment, and available for various other combinations, modification
And environment, and can be carried out in the scope of the invention is set forth herein by the technology or knowledge of above-mentioned teaching or association area
Change., then all should be in institute of the present invention and the change and change that those skilled in the art are carried out do not depart from the spirit and scope of the present invention
In attached scope of the claims.
Claims (10)
- A kind of 1. simulation test checking system for customer service post, it is characterised in that including：Knowledge base, the type in customer service post is built-in with, and corresponding session operational scenarios are preset in the customer service post to each type, each Session operational scenarios are provided with corresponding post indispensability keyword；Session module, according to default session operational scenarios to initiating enquirement and interaction by examination personnel, and obtain by examination personnel's Conversation content；Semantic emotion evaluation module, to carrying out assessing emotion value by the conversation content of examination personnel, obtain emotion assessment result；Keyword evaluation module, to carrying out keyword extraction by the conversation content of examination personnel, and by the dialogue keyword of extraction Matched with default post indispensability keyword, obtain keyword assessment result.
- A kind of 2. simulation test checking system for customer service post according to claim 1, it is characterised in that：It is described right Talk about in module to initiating to put question to and interactive by examination personnel, including：Simulation client proposes problem, according to being examined to by examination personnel The answer of core personnel selects next step conversation content from the knowledge base.
- A kind of 3. simulation test checking system for customer service post according to claim 1, it is characterised in that：Institute's predicate In adopted emotion evaluation module, also further the emotion value of assessment is carried out judging Sentiment orientation type, the Sentiment orientation type Including positive emotion, neutral emotion, negative sense emotion, mixed feeling.
- A kind of 4. simulation test checking system for customer service post according to claim 1, it is characterised in that：The pass Keywords matching in keyword evaluation module, it is by hilllock corresponding to default enquirement in the session operational scenarios or interactive setting The indispensable keyword in position, it is then crucial according to extraction dialogue is carried out to the answer of the default enquirement or interaction by examination personnel Word, the dialogue keyword is matched with default post indispensability keyword, obtains Keywords matching degree.
- 5. a kind of simulation test checking system for customer service post according to any one of Claims 1-4, its feature exist In：Also include vocal print login module, for carrying out registration voiceprint by examination personnel, and stepped on according to the voiceprint Record checking system.
- 6. a kind of simulation test checking system for customer service post according to any one of Claims 1-4, its feature exist In：Also include noise treatment module, for carrying out noise filtering processing by the conversation content of examination personnel, obtaining voice number According to.
- A kind of 7. simulation test checking system for customer service post according to claim 6, it is characterised in that：Also include Semantics recognition module, for carrying out semantics recognition and text conversion to the speech data, obtain dialog text.
- 8. a kind of simulation test checking system for customer service post according to any one of Claims 1-4, its feature exist In：Also include voice mood evaluation module, voice mood when being spoken by identification by examination personnel, and monitor by examination personnel Emotional change.
- A kind of 9. simulation test checking system for customer service post according to claim 8, it is characterised in that：It is described to know Knowing default session operational scenarios in storehouse includes the emotional change of simulation client, and monitoring is by examination people in the voice mood evaluation module The emotional change of member, refer to, when the mood for simulating client changes, monitor by whether the mood of examination personnel is affected And change, and monitoring by examination personnel whether A clear guidance simulation client carry out mood conversion.
- A kind of 10. simulation test checking system for customer service post according to claim 8, it is characterised in that：Pass through The anxious state of mind of simulation client is identified in the voice mood evaluation module and the semantic emotion evaluation module, as simulation visitor When there is radical response in the mood at family, if monitoring to be examined the mood of personnel also to change accordingly in a short time, Think to be examined the emotion control ability of personnel weaker；If monitor to be examined the emotional change of personnel little, and in the short time The mood of simulation client is inside set to calm down, then it is assumed that stronger by the emotion control ability of examination personnel.
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|---|---|---|---|---|
| CN107967611A (en) * | 2017-12-06 | 2018-04-27 | 安徽省科普产品工程研究中心有限责任公司 | A kind of points-scoring system based on speech recognition and sentiment analysis |
| CN108712581A (en) * | 2018-06-07 | 2018-10-26 | 上海航动科技有限公司 | A kind of traffic method of skill training, device, equipment and system |
| CN109118328A (en) * | 2018-08-06 | 2019-01-01 | 融信惟康（北京）科技发展有限公司 | Method, electronic equipment and the computer readable storage medium of user service are provided |
| CN109741752A (en) * | 2018-12-27 | 2019-05-10 | 金现代信息产业股份有限公司 | A kind of occurrences in human life examining method and system based on speech recognition |
| CN109767791A (en) * | 2019-03-21 | 2019-05-17 | 中国—东盟信息港股份有限公司 | A kind of voice mood identification and application system conversed for call center |
| CN110765242A (en) * | 2018-07-27 | 2020-02-07 | 优信拍（北京）信息科技有限公司 | Method, device and system for providing customer service information |
| CN111049998A (en) * | 2018-10-11 | 2020-04-21 | 上海智臻智能网络科技股份有限公司 | Voice customer service quality inspection method, customer service quality inspection equipment and storage medium |
| CN111049999A (en) * | 2018-10-11 | 2020-04-21 | 上海智臻智能网络科技股份有限公司 | Voice customer service quality inspection system and customer service quality inspection equipment |
| CN111263015A (en) * | 2019-07-11 | 2020-06-09 | 上海联逾信息技术有限公司 | Mobile phone outbound management system |
| CN111444729A (en) * | 2020-03-02 | 2020-07-24 | 平安国际智慧城市科技股份有限公司 | Information processing method, device, equipment and readable storage medium |
| CN112053597A (en) * | 2020-10-13 | 2020-12-08 | 北京灵伴即时智能科技有限公司 | Artificial seat training and checking method and system |
| CN112561582A (en) * | 2020-12-15 | 2021-03-26 | 领悦数字信息技术有限公司 | Test driving effect evaluation device, test driving effect evaluation method and medium |
| CN113806499A (en) * | 2020-12-30 | 2021-12-17 | 京东科技控股股份有限公司 | Telephone work training method and device, electronic equipment and storage medium |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107967611A (en) * | 2017-12-06 | 2018-04-27 | 安徽省科普产品工程研究中心有限责任公司 | A kind of points-scoring system based on speech recognition and sentiment analysis |
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| CN110765242A (en) * | 2018-07-27 | 2020-02-07 | 优信拍（北京）信息科技有限公司 | Method, device and system for providing customer service information |
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| CN111049998A (en) * | 2018-10-11 | 2020-04-21 | 上海智臻智能网络科技股份有限公司 | Voice customer service quality inspection method, customer service quality inspection equipment and storage medium |
| CN109741752A (en) * | 2018-12-27 | 2019-05-10 | 金现代信息产业股份有限公司 | A kind of occurrences in human life examining method and system based on speech recognition |
| CN109767791B (en) * | 2019-03-21 | 2021-03-30 | 中国—东盟信息港股份有限公司 | Voice emotion recognition and application system for call center calls |
| CN109767791A (en) * | 2019-03-21 | 2019-05-17 | 中国—东盟信息港股份有限公司 | A kind of voice mood identification and application system conversed for call center |
| CN111263015A (en) * | 2019-07-11 | 2020-06-09 | 上海联逾信息技术有限公司 | Mobile phone outbound management system |
| CN111444729A (en) * | 2020-03-02 | 2020-07-24 | 平安国际智慧城市科技股份有限公司 | Information processing method, device, equipment and readable storage medium |
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| CN112053597A (en) * | 2020-10-13 | 2020-12-08 | 北京灵伴即时智能科技有限公司 | Artificial seat training and checking method and system |
| CN112053597B (en) * | 2020-10-13 | 2023-02-21 | 北京灵伴即时智能科技有限公司 | Artificial seat training and checking method and system |
| CN112561582A (en) * | 2020-12-15 | 2021-03-26 | 领悦数字信息技术有限公司 | Test driving effect evaluation device, test driving effect evaluation method and medium |
| CN113806499A (en) * | 2020-12-30 | 2021-12-17 | 京东科技控股股份有限公司 | Telephone work training method and device, electronic equipment and storage medium |
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